I AM TIRED OF BEING MISLED BY YOU GUYS!

I called into Collections Department to query as to why my debit order did not go of last moth, I also mentioned to the lady that I spoke to that I can no longer afford my installment due to lockdown she advised me to send documents ( Payslip, list of Expenses , Copy of ID ) in order for my loan to be restructured. I then sent my documents through and waited for feedback. Yesterday I decided to call and follow if my documents was received as its 2 weeks later now with no feedback of which I emailed as well, the Lady that I spoke to advised that you can only restructure a loan after having it for 1 year and of which I will only qualify in October. I then asked the lady as to what I should do as I'm doing my part as a customer, she advised that she can only sent a request through to stop the debit order and that will put me in arrears. I got angry as I feel that you guys don't care of your customers because basically I just have to pay where as I'm telling you that I cannot afford it and willing to make arrangement's to pay so I cannot be in arrears,however I don't qualify because of a loan that is not 1 year old. I AM VERY DISAPPOINTED ONCE AGAIN AND THOUGHT YOU GUYS CARE OF YOUR CUSTOMERS, ALSO I DON'T EVEN GET COMPENSATION FOR ALL THE ****** PHONE CALLS USING MY OWN MONEY ONLY TO BE MISLEAD ON THE PHONE AGAIN WITH NO HELP! CAN SOMEONE PLEASE GET BACK TO ME WITH PROPER FEEDBACK AS I DON'T WANT ARREARS REFLECTING ON MY NAME AND I'M WILLING TO PAY.